Mehvish Shaikh

QA Manager

Mumbai, Maharashtra, India3 yrs 11 mos experience

Key Highlights

5 years of experience in Quality Analysis.
Expertise in training and mentoring teams.
Proven track record in process improvement.

Stackforce AI infers this person is a Quality Analyst with expertise in EdTech and Healthcare industries.

Contact

Skills

Core Skills

Quality AnalysisTrainingRoot Cause Problem SolvingProcess ImprovementCustomer Satisfaction

Other Skills

CommunicationDashboardsAuditingQuality AuditingRoot Cause AnalysisCustomer ExperienceCall ComplianceConstructive FeedbackCall QualityCustomer Satisfaction (CSAT)MentoringIdentifying TrendsIdentifying IssuesHealthcare AuditOnline Pharma

About

👋 Hello, LinkedIn community! I'm Mehvish Shaikh, and I'm thrilled to connect with professionals from diverse backgrounds. With 5 years of experience as a Quality analyst in Sales and Customer Support, I've had the privilege of working on some incredible projects and collaborating with exceptional individuals. 📌 Industry Expertise: I've worked with leading organizations, both large and small, helping them navigate the dynamic landscape of contact centre industry. 🛠️ Core Skills: My toolkit includes expertise in Healthcare, Ed tech and Real Estate and I'm constantly expanding my knowledge to stay at the forefront of industry developments. I'm a strong believer in lifelong learning and the power of adaptability.

Experience

Prepladder

Quality Assurance Analyst

Apr 2024 – Aug 2024 · 4 mos · Chandigarh, India · On-site

Supervise and support the quality team, providing training and guidance as needed.
Help manage the workflow of the quality team, ensuring tasks are completed efficiently and on time.
Maintain accurate and up-to-date records of quality checks, audits, and corrective actions.
Participate in root cause analysis and problem-solving activities to address recurring quality issues.
Organize team-building activities to keep the team motivated and aligned with quality goals.
Organize training sessions focused on enhancing sales reps’ skills in communication, product knowledge, and sales techniques.
Develop training materials and resources to support continuous learning and improvement.
Conducting ATA’s of the QA’s and sharing feedback with them on timely manner
Creating Dashboards and google forms for different LOB’s

Quality AnalysisTrainingCommunicationDashboards

Testbook

Quality Analyst

Jun 2022 – Dec 2022 · 6 mos · Mumbai, Maharashtra, India · On-site

Audited multiple categories with skills courses.
Trained new agents and coached them to improve their interactions with customers/ Trained and audited different location agents.
Worked onRCA, escalations
Prepared data and management reports
Taken part in call calibrations with the operation staff
Took part in call listening sessions with the operation staff.
Took initiatives for the agents for their motivation.
Participated in zoom meetings on the floor with the operation staff. • Assisted the training team in TNI
Trained on different categories and audited multiple categories at a time.

AuditingTrainingCommunicationQuality Analysis

Unacademy

Quality Analyst

Feb 2022 – Jun 2022 · 4 mos · Mumbai, Maharashtra, India

Ed tech Audits
Handled mutiple categories
Audit Sampling
Played a key role in process improvement initiatives, streamlining workflows and enhancing overall operational efficiency.
Developed and implemented audit plans and checklists to effectively evaluate and document quality parameters.

Quality AuditingProcess ImprovementQuality Analysis

Pharmeasy

Quality Analyst

Dec 2018 – Mar 2020 · 1 yr 3 mos · Mumbai, Maharashtra, India

Worked on RCA, Taught other QAs the tools of RCA.
Trained newly hired QAs in a side by side setting and coached them.
Done certifications of QAs as well as new hired agents.
Participated in daily Briefings on the floor with the operation staff.
Worked in different departments (4 in number) as a quality analyst

Root Cause AnalysisTrainingQuality Analysis

Medlife.com

Quality Analyst

Jun 2017 – Dec 2018 · 1 yr 6 mos · Mumbai, Maharashtra, India

Collaborated with cross-functional teams to identify root causes of quality issues and initiated corrective actions, resulting in a 20% reduction in defects.
Provided training and guidance to team members on quality standards and best practices, fostering a culture of continuous improvement.
Prepared detailed audit reports, highlighting findings, recommendations, and compliance status, and communicated results to management and stakeholders.
Encouraged good practice's.
Understood the priority of the organization and evaluated call behaviors' for regulatory compliance,
cross-selling and adherence to policy
Trained a batch of 25 agents as a trainer.
Provided customer feedback and internal compliance feedback to management.
Worked on CSAT

Root Cause AnalysisCustomer SatisfactionQuality Analysis